Location: Dover (Hybrid) Contract: 12 Month Fixed Term Salary: £34,712 Closing Date: 6 November 2024 We are currently looking for a Team Leader to join our supportive and committed Tier 2 Eligibility, Advice and Guidance (EAGL) Team on a 12 month fixed term contract. There is potential for this to be extended or made permanent. The successful candidate will have strong communication skills, with the ability to lead and support a team with their continuous development. The Helpline plays an integral part in the charities work with the Home Office; providing advice, guidance, and support via the telephone and webchat helpline services. Those seeking asylum can come to us for help with applying for accommodation and financial support, reporting issues with asylum accommodation, and any other advice needed during their asylum journey. You will work as part this rapidly expanding and passionate team to undertake the excellent and fulfilling work of supporting individuals and families who are seeking asylum in the UK. If you have experience working in a target driven environment with proven leadership experience and are looking for an exciting role that makes a difference, we’d love to hear from you As the Team Leader your duties would include: Undertake department specific duties to ensure smooth running of the Helpline, including answering adviser’s queries, monitoring relevant inboxes and reacting to changes in service demand, delegating work appropriately and ensuring delivery of service Assist advisers with complex safeguarding cases from our most vulnerable clients who have and are experiencing displacement, exploitation and significant trauma and raising concerns with the relevant authorities Motivate the team to work effectively and to a high standard, monitoring compliance in line with all applicable and regulatory requirements, polices and processes by completing supervision meetings, 1-2-1s, call reviews, team briefings and appraisals Effectively manage change and lead by example Prioritise duties and responsibilities with the agility to manage conflicting tasks Continuously support advisers to reach their full potential, providing timely feedback and effective coaching to improve skills, increase efficiency and identify any gaps in training and development needs. Ensure mandatory training is kept up to date Monitor performance to ensure that target guidelines are achieved, working collaboratively to achieve organisational targets and KPI’s using supportive framework when required Absence – manage attendance in accordance with our absence management policy Investigate and respond professionally to complaints made by Service Users and Third Parties, within the KPI timeframe Maintain up to date records ensuring that service deadlines and guidance are met, auditing and reviewing processes and scripts where appropriate Liaise with other Team Leaders, Advice Line Managers and Head of Service to ensure that client and service requirements are met on a day-to-day basis by delivering and effective service, notifying any changes and trends with consideration to the KPI’S and proposing corrective actions when required Work with the Advice Line Managers to plan the staff rota, opening and closing the centre and overseeing the workflow for each team ensuring that this is managed appropriately Take inbound calls, complete IA Referrals and escalate urgent cases as part of your daily duties as and when necessary The experience and skills you need: Substantial experience of coaching, developing and managing others in their work Experience in working with multiple KPI’s and motivating others to meet these targets Skilled at working under pressure and meeting deadlines Ability to network with both internal and external stakeholders Exceptional verbal and written communication skills An effective listener and the ability to empathise and show What else to expect: This is a hybrid role with the expectation to work from the Dover office inline at least every other week and for training The helpline operates between the hours of 8am and 8pm and you will work rotational shifts between these times. The helpline also operate an out hours and you would be expected to help out with this where required See the Job Description for full person specification. How to apply To apply for this role, please click on the 'use this link to apply' button and complete the online application form attaching a copy of your CV and cover letter. Selection Criteria Your application will be assessed against the job description and person specification, which can be found via the above link, we therefore recommend you review both before you apply. Closing Date: 6 November 2024 Successful Internal applicants will move to Migrant Help 2018 Terms and Conditions if they are not already. As part of your role, it is important you operate within Migrant Help’s values: Protection, Diversity, Equality, Partnership, Innovation and Excellence. Migrant Help is proud to be an equal opportunities employer.